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Citizens · 2 days ago

Home Mortgage Government Loss Mitigation Manager

10561 Telegraph Rd, Glen Allen, VA, 23059, US

Full-time

Onsite

Senior Level

5+ years exp

Citizens is a financial services company seeking a Home Mortgage Government Loss Mitigation Manager to lead their Loss Mitigation Government portfolios. The role involves managing a team, driving operational excellence, and ensuring compliance with investor guidelines while enhancing customer experience.

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Responsibilities

Primarily responsible for the success of Citizens Bank Loss Mitigation maximize program optimization and performance with a focus on efficiency and customer experience in the backend closing process

Drive risk and compliance accountability in end to end processes and controls and deliver a sound overall control environment. Proactively identify regulatory, investor financial, operational, reputational and other risk issues; develop remediation plans; and execute to bring issues to closure on time

Process/Continuous Improvement: Identify operational improvements using Agile and Lean principles and process automation/digital tools to make improvement in execution a continual focus in day-to-day operation

Strong industry knowledge and network to benchmark practices and performance vs. industry

Implement strong operating rhythms, management routines and reporting to ensure robust engagement, communication, coaching/development, performance monitoring and accountability that will enable the team to win

Undertakes special projects related to departmental activities as assigned

Ensure compliance with all Investor guidelines and quality controls are in place to protect Citizens and its clients

Vendor Management Oversight of key vendor partnerships

Effective management of Government reporting requirements, (SIP)

Management oversight of Loan Modification document execution for GNMA/FHA, USDA and VA

Supervise department efficiency, pipeline management and processing time frames

Provide positive ongoing leadership and mentor, including performance measurements, appraisals and other actions impacting employee job related functions

Maintains, updates and builds process and procedure documentation for the Loss Mitigation team. Continually review and refine processes to ensure efficiency and accuracy

Advises change within the department. Promotes a demeanor of optimism and progress

Prepares and presents workflow and results to Senior Management and clients as needed

Assists in the control of company expenses through intelligent use of funds to resolve accounts and managing staffing and miscellaneous costs

Review Quality Assurance/Quality Control reports on a daily/weekly basis and remediate deficiencies that are noted

Respond to internal and external audit findings by preparing formal responses and ensuring remediation of noted issues

Integrate new tools and vendors to achieve operational excellence goals and improve customer facing processes and touch points for Home Mortgage products

Qualification

Loss Mitigation ManagementMortgage Default OperationsRegulatory Compliance KnowledgeMicrosoft WordMicrosoft ExcelAnalytical SkillsLeadership ExperienceVendor ManagementProcess ImprovementAudit PreparationFinancial Document InterpretationCoachingCustomer FocusProblem-Solving SkillsCommunication SkillsTeam ManagementMentoring

Required

Minimum 5 years of management/leadership experience in Loss Mitigation

Demonstrated expertise in mortgage default operations and servicing, particularly modifications

Strong understanding of GNMA/FHA, USDA and VA Loss Mitigation default servicing

Proficient in Microsoft Word and Excel

Self-motivated with the ability to work independently with minimal supervision

Deep knowledge of loss mitigation programs (GNMA/FHA, VA, USDA)

Familiarity with regulatory requirements (CFPB, RESPA, HUD guidelines)

Experience with mortgage servicing platforms (e.g., MSP, BitB, SIP)

Understanding of how to read title and what is needed to clear encumbrances

Knowledge of investor/insurer guidelines and their impact on workout options and timelines

Strong analytical, mathematical, and problem-solving skills

Ability to analyze loan-level data, identify trends, and conduct root cause analysis

Experience interpreting financial documents and borrower hardship packages

Proven leadership experience in a fast-paced environment

Lead and oversee pipeline management

Ability to coach, mentor, and develop staff, especially in compliance and customer service

Strong collaboration skills across departments (e.g., claims, legal, compliance)

Excellent written and verbal communication skills

Ability to handle escalations and investor correspondence effectively

Customer-centric mindset with a focus on resolution and empathy

Ability to translate complex policies into clear guidance

Strong understanding of risk mitigation in servicing operations

Experience with audit preparation and response (internal, investor, or regulatory)

Ability to identify and escalate compliance gaps or exceptions

Preferred

8–10 years of experience in Loss Mitigation Default mortgage servicing, with at least 5 years in a leadership role

Certifications such as Certified Mortgage Servicer (CMS) or FHA DE Certification

Company

Citizens

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At Citizens, we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do.

Founded in 1828

Providence, Rhode Island, USA

10001+ employees